IT Support Manager for Cloud Services

Job Title: IT Support Manager

Location: 100% Remote

Employment Type: Long-term Contract

Job Overview:

We are seeking an IT Support Manager to support daily operational activities and manage support requests related to cloud services. This role will primarily focus on handling support tickets, coordinating with technical teams, and ensuring timely resolution of issues. The ideal candidate should have a basic understanding of cloud platforms, particularly Azure, but the role is not highly technical. Strong communication, coordination, and ticket management skills are essential.

Key Responsibilities:

• Monitor, review, and respond to incoming IT support tickets, including Azure-related requests.
• Coordinate with internal technical teams to ensure timely resolution of issues and service requests.
• Track, prioritize, and manage support tickets to ensure SLA compliance.
• Provide first-level support and basic troubleshooting for cloud-related issues.
• Maintain clear documentation of incidents, resolutions, and support activities.
• Communicate updates and status to stakeholders and end users.
• Escalate complex technical issues to the appropriate technical teams when required.
• Assist in improving support processes and maintaining service quality.

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Required Qualifications:

• 8+ years of experience in IT support, service management, or a similar role.
• Basic understanding of cloud platforms, preferably Microsoft Azure.
• Experience managing and responding to support tickets through ticketing systems.
• Strong organizational and coordination skills.
• Excellent communication and stakeholder management abilities.
• Ability to work independently in a fully remote environment.